Senior Director, Luxury Guest Services

Sphere Entertainment Group, LLC; Las Vegas (NV); On-site; USD 180,000 - 195,000; Full time

Job summary

Sphere Entertainment Group, LLC—an experiential venue leader—seeks a Senior Director of Guest Services to set strategic vision and deliver world-class guest experiences. You will oversee all Guest Services operations, call center, and frontline teams, driving performance, service culture, and consistency at events and activations.

You will mentor leaders, manage labor and budgets, and partner across departments to elevate satisfaction and loyalty while maintaining premium standards in a

Qualifications

• 8–10 years of leadership experience supervising and directing staff across operating functions.
• 60 college credit hours (2 years) or equivalent certifications/trade schooling preferred.
• Proven track record of improving customer satisfaction and loyalty.
• Knowledge of local Fire and Building Codes; facility management
• Excellent verbal and written communication, organizational and time management skills.
• Experience in managing cross-functional teams and building relationships.
• Demonstrates integrity, tact, diplomacy and alignment with company values.
• Ability to work collaboratively in a team and manage pressure with deadlines.

Responsibilities

• Develop and execute the long-term Guest Services strategy to support objectives and enhance guest experience.
• Set service standards that deliver premium hospitality across the venue.
• Lead and develop Guest Services leadership teams and frontline staff.
• Provide executive oversight of Guest Services operations and ensure flawless event execution.
• Oversee day-to-day operations of Guest Service, with active participation in pre-shift meetings.
• Serve as senior escalation point for complex guest situations with sound judgment.
• Oversee workforce planning, labor management, and budget accountability for Guest Services.
• Analyze guest feedback and operational data to identify continuous improvement opportunities.
• Ensure on-site appearance and presentation guidelines are followed.

Skills

Leadership

Customer service

Cross-functional teams

Communication

Project management

Budget accountability

Guest experience

Continuous improvement

Education

60 credit hours college coursework

Tools

MS Word

Excel

Outlook

PowerPoint

Job description

Sphere Entertainment Group, LLC—an experiential venue leader—seeks a Senior Director of Guest Services to set strategic vision and deliver world-class guest experiences. You will oversee all Guest Services operations, call center, and frontline teams, driving performance, service culture, and consistency at events and activations.

You will mentor leaders, manage labor and budgets, and partner across departments to elevate satisfaction and loyalty while maintaining premium standards in a